Nowadays people are used to obtain whatever information they need before even asking. This is the kind of user experience we all want to receive. This is particularly the case when we have a question or issue that needs to be addressed! The contact centers that we explain our problems to don’t always give us what we need and when we need it, which can be more than a little frustrating.
Customer experience is constantly evolving.
In a recent article 5 Great Ways to Deflect Calls to Self-Service Channels, Keenan Samuelson defines call deflection as “the science of re-routing a customer call to an alternative service channel”.
Call deflections are what every contact center strives for, but few know the techniques that will prove success. Below, you can discover three successful strategies to implement call deflection in your contact center.
The future of real-time communication is already here: add a video support system to your website and mobile app, provide the most personal and meaningful communication channel and integrate the human touch to the interactions with your customers!
Customers' expectation changes every day and their demands are becoming more and more specific. Industries, like banking, have to keep up with the pace.
Banking systems struggle to match the market requests and to anticipate customers' necessities, offering the digital service that fits better for them.
Digital remote advisors are spreading fast in the customer care business and offer remote high quality support that is changing the customer support system. This technology allows customers to be supported in their purchase experience, in the same way they would be in physical stores.
People live their lives in a hurry and expect services to be always available, ready to be used whenever they need. Online appointment scheduler is the solution to this problem because it allows people scheduling an appointment with the contact center at the time they prefer avoiding customers to wait hours on the phone waiting for a voice to answer.
Customers today are far more demanding than the past and their expectation towards companies have increased a lot. Proactive digital assistance is a good solution to satisfy these expectation; if it is done in the right manner, it offers to customers the help they need when they need it, or even before!
Today every company has a customer service department, and it is fundamental for customers' satisfaction and loyalty. It is really important to get in contact with visitors in the best possible manner; the success of a sale can depend on customer engagement.
In this post, you will discover some important tips to engage your visitors for digital support.
Companies are constantly looking for a way to improve and evolve, in order to offer their customers the best possible service. In this digital age, real agents and ChatBots are necessities when attempting to provide amazing customer service; so let’s look at how they can cooperate to give an unforgettable Customer Experience.
While Artificial Intelligence (otherwise known as AI) is advancing at a rather fast pace and becoming more sophisticated by the day, it must be said that it will never completely replace humans. So, let’s talk about some of the reasons why humans are irreplaceable in the business world.
Artificial intelligence (AI) is becoming more and more popular and is on the verge of spreading into every major industry and workplace. With AI touching (or trying to touch) every aspect of our lives in some way or another, we must ask ourselves: how is it transforming the intelligent digital assistants? Before answering this question, let’s discover what an intelligent digital assistant actually is.
We are living in a digital era, and in particular, we are in a phase when the most important aspect for companies is creating value and reliability for customers. This change of focus has therefore started to reshape the digital service strategies.
It's still at an early stage, but today's customers are very interested in messaging and expect a personalized digital experience.
Technology has allowed many industries to revolutionize. Even in the business process outsourcing industry, particularly in the call centers sector, there’s been a lot of new developments.
Striving for optimal customer experience is a constant battle that call centers must undertake and one of the sustainable ways to achieve this is through call deflection.
Giving the best customer experience in a call center is one of the main goals set by management. Through co-browsing, you are giving your clients optimal experience.
Engaging customers even while they are on their mobile phones is one of the biggest goals for call centers today. Contact centers know that majority of people have mobile phones and access information through these devices.
One of the biggest challenges of call centers is maintaining a decent average handle time during its peak hours. The more support requests that come in, the longer customers have to wait to get entertained by a free agent.
Those phones aren’t going to pick themselves up and solve your customers' issues. Face it: agents are the main assets of a call center.
Topics: call center agent
At its heart, managing a call center similar to managing any organization. Benchmarking, saving time, optimizing processes and focusing on your people will be beneficial to improving call center management.
Reducing call center volume should be a priority for contact centers.
Tracking Key Performance Indicators (KPI) in your call center is more than necessary if you want to make sure your contact center is performing efficiently and you are serving customers in the best possible way.
Topics: call center KPIs
It’s easy to overlook back office efficiency in call centers since most of the focus is on the frontline operations.
Banks today operate in age where the customers have more demands and expectations.
Mobile phones have grown in importance in the last few years. More and more people want to achieve more things
It’s inevitable. Millennials will have the biggest financial influence in the next few decades and today, we are already beginning to feel their increasing purchasing power.
You don’t have to be working for a bank to know that the number one reason a customer switches to another bank is because of bad customer service.
Organizations that offer personal financial management services need to stay in close contact with their clients or risk losing business.
Congratulations! You've finally made it. While most of those who work in the financial sector, or any sector for that matter,
Any moderately competent marketing professional will tell you that customers are now spread throughout different communication channels